Sr Training & Quality Manager

The Role

We are looking for a seasoned professional who would oversee training and quality as a function for a premium global ecommerce clients. The identified resource is expected to lead standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives

Essential Job Elements:

• Lead TQ support for a new strategic offering, training and quality as a Service for our clients.
• Provide Training and quality support, development of metrics and dashboards in line with customer requirements.
• Ability to lead a team, coordinate with other locations and drive standardized practices.
• Should meet and exceed client metrics: external & internal quality metrics should be consistently green.
• Strengthen quality & training management processes/framework to improve delivery & performance.
• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
• Drive continuous improvement program across processes.
• Analysis of utilization, efficiency and available data for the process.
• Undertake detailed process improvement studies and up skills the team members
• Ability to get out of the box ideas and Process Improvement Initiatives in the process
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
• Should drive Process Control & Compliance in addition to managing Audit requirements.
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
• Lead Governance & performance reviews for areas driven by T&Q team.
• Mentor Green Belt/Yellow Belt projects

Profile and Experience:

• 11+ years of industry experience in Quality & Training domains in contact center customer service domain in banking processs.
• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred knowing the Global scale and impact of the role.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Strong client-facing skills with excellent communication, negotiation and conflict management skills.
• Strong Process Knowledge and Compliance to Multiple Audit procedures.
• Thorough knowledge of MS office tools like Power point & excel are critical for the job
• Experience in implementing innovative solutions and driving technologies, automation.
• Analytical acumen and the ability to streamline complex processes.